Contact Center Management Research
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Seven Things to Consider When Developing a Unified Communications (UC) Strategy
Sponsored by: AspectUC can increase revenue and enhance customer relationships all while reducing costs, but developing a UC strategy can seem like a daunting task. In light of this, this paper outlines 7 things organizations should consider as they begin to develop a UC strategy. Read on to learn some helpful hints and strategies to ensure a successful UC deployment.
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Presentation Transcript: Developing for the Future - The New Trend for Hosted VXML
Sponsored by: West InteractiveBy taking advantage of the Voice XML platform (VXML) to manage infrastructure scale and support, companies are freeing up IT dollars and resources to focus on creating best-in-class customer experiences using IVR applications. This transcript will provide you with key information necessary to execute a comprehensive PaaS strategy using VXML.
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E-Book: The Executive’s Guide to Contact Center Technology Planning
Sponsored by: inContactIn this e-book learn about emerging contact center technology trends and newer options like self-service technology, analytics and Web 2.0. Find out about 10 must-have technologies for the contemporary contact center. Learn how to select the best technology to meet your needs, and read expert advice for setting up contact center technology.
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8 Traits of IT-Friendly Contact Center and Web Customer Service Software
Sponsored by: eGain Communications Corp.In this white paper, we discuss eight IT-friendly software traits that minimize risk, maximize ROI, and encourage innovation. Although the focus of this paper is on contact center and web customer service software, the discussion is broad enough to be a valuable guide for any technology investment.
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Moving beyond the Queue - Focusing on the Real-Time Customer
Sponsored by: Inova SolutionsIn this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands.
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Contact Center Costs: The Case for Telecommuting Agents
Sponsored by: Avaya Inc.This white paper addresses high labor costs that are inevitable with contact centers and how a telecommuting or home agent program can greatly reduce your labor cost while increasing productivity of your contact center.
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Hilton Reservations Worldwide
Sponsored by: AspectSince implementing the workforce management capabilities, HRW has seen data accuracy go from within ten percent of actual to within three percent of actual due to Aspect eWorkforce Management.
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Still Struggling to Reduce Call Center Costs without Losing Customers?
Sponsored by: SAP AGEfficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset.